Refund policy

L'Zuri Beauty Return & Exchange Policy

Effective Date: Immediately
Brand: L'Zuri Beauty
Website: www.lzuribeauty.com
Contact: info@lzuribeauty.com | +971 58 590 0103

At L'Zuri Beauty, customer satisfaction is our priority. Due to the personal and hygienic nature of beauty products, returns, exchanges, and order cancellations are accepted only under the conditions outlined below.

1. Order Cancellation (Change of Mind)

Customers may cancel their order within 24 hours of placing the order, provided that:

  • The order has not yet been shipped or fulfilled.
  • The cancellation request is submitted through our email address info@lzuribeauty.com.

If the order has already been dispatched or fulfilled, it can no longer be cancelled and will be subject to this Return & Exchange Policy.

Where applicable, refunds for cancelled orders will be processed using the original payment method after deducting any non-refundable payment processing charges, where permitted by law.

2. Returns Due to Defective, Damaged or Incorrect Products

If a customer receives a product that is:

  • Damaged during delivery;
  • Defective;
  • Incorrect; or
  • Missing items from the order,

the customer must notify L'Zuri Beauty within 2 calendar days from the delivery date at info@lzuribeauty.com.

The request must include:

  • Order number;
  • Photos or video showing the issue;
  • Photos of the packaging;
  • Brief description of the problem.

Once approved, L'Zuri Beauty may offer:

  • Replacement of the same item;
  • Exchange for another item of equal value;
  • Store credit; or
  • Refund to the original payment method, where applicable.

Where the issue is confirmed to be caused by L'Zuri Beauty or our delivery partner, L'Zuri Beauty will bear the return shipping cost.

3. Products Not Eligible for Return or Exchange

For hygiene and safety reasons, the following items cannot be returned or exchanged unless they are confirmed to be defective or incorrectly supplied:

  • Magnetic lashes, false lashes, cluster lashes, and lash accessories once opened.
  • Mascara, eyeliner, eyebrow products, lip products, complexion products, creams, mists, wipes, and any cosmetic product with a broken safety seal.
  • Final sale items.
  • Clearance products.
  • Promotional bundles.
  • Limited edition or launch offers.
  • Complimentary gifts or samples.
  • Products damaged due to misuse, improper storage, negligence, or failure to follow instructions.

4. Exchanges

Approved exchanges are subject to product availability.

If the requested product is unavailable, L'Zuri Beauty may provide:

  • Store credit;
  • Alternative product of equal value; or
  • Refund where appropriate.

Only one exchange is permitted per order unless the replacement product is itself defective.

5. Refund Processing

Approved refunds will be processed within 7–14 business days after the returned product has been received and inspected.

Refunds will normally be issued through the original payment method.

For Cash-on-Delivery orders, refunds may be issued through:

  • Bank transfer;
  • Store credit; or
  • Another approved payment method.

Delivery fees, payment gateway charges, Cash-on-Delivery fees, and return shipping costs are non-refundable unless the return results from an error by L'Zuri Beauty.

6. Promotional Orders and Bundles

Where products are purchased as part of:

  • Bundle promotions;
  • Launch offers;
  • Buy More & Save promotions;
  • Gift with Purchase campaigns,

all promotional items must be returned together to qualify for a refund.

If only part of a promotional bundle is returned, the refund may be recalculated based on the standard selling price of the retained products.

Unused complimentary gifts must also be returned; otherwise, their retail value may be deducted from the refund.

7. Allergic Reactions

Customers should carefully review all product ingredients and usage instructions before use.

If irritation or sensitivity occurs:

  • discontinue use immediately; and
  • contact L'Zuri Beauty with supporting information.

Each case will be assessed individually.

Refunds or replacements for used products are not guaranteed unless a manufacturing defect is confirmed.

8. Return and Exchange Procedure

Customers should submit requests through:

Email: info@lzuribeauty.com

WhatsApp: +971 58 590 0103

The request should include:

  • Full name;
  • Order number;
  • Product name;
  • Reason for the request;
  • Supporting photographs or videos where applicable.

Customers must wait for written approval before returning any item.

Unauthorized returns may be refused.

9. Refused or Undeliverable Orders

If an order cannot be delivered because:

  • incorrect delivery information was provided;
  • the customer refuses delivery; or
  • the shipment remains unclaimed,

the customer may be responsible for:

  • Original delivery charges;
  • Return shipping charges; and
  • Any re-delivery charges.

Refunds will only be considered after the products are returned in acceptable condition.

10. Customer Responsibilities

Customers are responsible for ensuring that:

  • Delivery information is accurate.
  • Products are stored according to product instructions.
  • Products are used as intended.
  • Returned items are securely packaged to prevent shipping damage.

L'Zuri Beauty is not responsible for damage occurring after delivery due to misuse, improper handling, accidents, or improper storage.

11. Consumer Rights

Nothing in this policy limits any rights available to consumers under the applicable consumer protection laws of the country where the purchase was made.

L'Zuri Beauty reserves the right to refuse any return or exchange request that does not comply with this policy.

Summary of Timeframes

Request

Time Limit

Order Cancellation (Change of Mind)

Within 24 hours of placing the order (before shipment/fulfillment)

Report Defective, Damaged, Missing or Incorrect Product

Within 2 calendar days of delivery

Refund Processing

7–14 business days after inspection and approval